MYSTERY SHOP: HOUSE OF FRASER
House of Fraser have trained their staff to try and make link sales when providing one to one service with the customer; in the benefit section the sales assistant made suggestions of some of their other products that would go well with the concealer. They also test out the products that the costumer is interested in to make sure that they are happy with what they have chosen. In addition they also offer you a free makeover next time you visit them in store which will make you want to go again.
House of Fraser’s initial customer service isn’t noticeable initially until you go to a specific section in store where amber was greeted and asked what her needs were. The sales assistant made the effort to get to know the customer and find out about their life. The transaction was quick without having to wait in cumbersome queues and she was offered a free makeover upon leaving. Overall the customer service she received was excellent as she was friendly and enthusiastic about her job.